Member Care Team Lead
A3Ventures

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

A career with AAA Northern California, Nevada, Utah, Arizona, and Mountain West is unique, just like you.

We're a mission-driven Member services organization. We have a saying here at AAA that we aspire to be
America's most trusted organization absolutely famous for doing the right thing
. With more than four million Members, our purpose is to bring peace of mind to Members so that they can enjoy life more.

We work hard to create an environment where you can thrive and where you use your skills and talents to help us deliver legendary Member service. You'll help have a positive impact on the diverse communities we serve, too.

Why work for us?

• Competitive Pay
• Onsite Gym and Team Member Bistro
• Benefits - Medical, Dental, Vision, wellness program and more!
• 401k
• Annual Incentive Plan
• Paid Time Off - Ten hours per month, ten holidays annually, one floating holiday and 24 hours per year earmarked for volunteer activities
• Collaborative Environment, we will value your contribution to providing exceptional service to our members
• Room for advancement

Essential Functions
:

60% Supervisory

• Provides daily direction and communication to team members to ensure Member inquiries and concerns are resolved in a timely, efficient and knowledgeable manner.
• With Training team, create training material and trains and coaches team members.
• Meets with team members on a regular basis to provide performance feedback.
• Supervises departmental work activities and ensures scheduling adherence to achieve business objectives.
• Responsible for goal setting, on-going performance feedback and evaluation and documentation of performance for team
• Monitors, audits and reports daily team and individual performance statistics and provides efficiency improvement recommendations to management.
• Assists in the development, updating and implementation of disciplined operating practices.
• Participates in the recruitment process of potential team members including but not limited to screening applicants, interviewing, and employment decision.
• Ensures team is in compliance with policies, procedures, standards and regulations. Keeps management informed of issues.
• Assists in managing department expenses (e.g. overtime, rewards & recognition, travel, meal, office supplies).

20% Customer Service

• Manages Member Escalations

• Responds to Member Emails
• Activates RFID cards

20% Operations

• Maintains knowledge of Car Sharing business and serves as subject matter expert.
• Monitors and Clears Vehicle queues
• Coordinates work tickets with Fleet Services vendor
• Performs other related duties as assigned.

Knowledge/Skills/Abilities
:

• Leadership capability of direct and non-direct reports
• Mobile Application Usability Expert
• Strong written and verbal communication
• Strong computer skills, including proficiency with MS Office applications (Word, Excel, PowerPoint)
• Bi-lingual communication skills (Preferred)
• In-depth knowledge of Sharing Economy (Preferred)
• Operations management experience (Preferred)
• Knowledge of AAA products and systems (Preferred)

Education & Experience / Licenses & Certification

• Customer/Member service experience
• Supervisory experience in service industry. Comparable experience in a team lead capacity may also be considered. (Preferred)
• Bachelor's Degree Preferred
• High School Diploma or GED required
• Valid Driver's License Work Environment/Physical Requirements
• Entire work time is conducted in an office setting
• Approximately 50-80 percent of the time spent on the job involves the use of a personal computer.
• Must be able to understand and follow complex instructions

**Please note that you will be asked to complete a candidate assessment following your application, via email. Your application will not be considered until the assessment has been completed.**

We'll value your skills and experience. We're building a performance organization with heart and developing a pipeline of tomorrow's leaders. Your work will be enhanced with training opportunities, a mentoring program and our Promote-from-within philosophy. We celebrate our diversity and leverage the power of many minds.